MDM SUPPORT L1
â€¢ Minimum 3 years hands on Knowledge on Mobile Iron Infrastructure, Knowledge on other Mobile Device management tools like Air watch will be added advantage, â€¢ Understanding of IOS and/or Android OS for troubleshooting â€¢ Implementation of Mobile Iron in companies, system and infrastructure settings, MDM settings, connecting to AD or LDAP, Configuration of Standalone sentry, Implementation of mail services across multiple mobile operating systems for leading services such as Office 365 & Exchange â€¢ Supervising a IPAD devices using an apple configurator â€¢ Enforce app-level passcodes for access to email, calendars, and contacts. â€¢ Actual problems solving, MDM operations (registration, wipe, retirement, label assignment), internal apps installations, daily reports) â€¢ Block access to or selectively wipe email from non-compliant devices â€¢ Experience and knowledge of mobile device management, deployment and distribution â€¢ Perform top tier support for escalated issues (primarily responsible for Mobile Iron related issues) Administer and maintain the Mobile Iron infrastructure and configuration â€¢ Test and deploy mobile device policies â€¢ Ability and desire to conduct research into mobile device issues and products â€¢ Perform testing of new OS versions and the impact to Mobile Iron functionality â€¢ Enforce security policies and monitor device compliance â€¢ Check all Email Requests and take appropriate steps to get the Issue reported resolved. â€¢ Telephony Domain - Domain Knowledge of Telecom (Data and Voice) â€¢ Experience in the domain of Remote & email based technical support is must â€¢ Experience of working in outsourced / subcontracted environments â€¢ Knowledge in International service delivery standards such as ITIL, eSCM or CMMi â€¢ Ensure that calls/Emails received at Technical Desk are responded in specified time frame and resolved /escalated. â€¢ Update all Tickets/Emails into the tool(s) provided by IBM. â€¢ Ensure that Tickets / emails as responded per SLAs defined. â€¢ Escalate unresolved calls/Emails to the appropriate teams such as L3 support or MDM Admin â€¢ Check for outstanding cases â€¢ Ensure that all tickets are transferred to the right resolver groups or levels â€¢ Meet targets of First Call Resolution and Customer Satisfaction for Voice, Email & Walk-ins â€¢ Perform technical maintenance of MDM/JDM environment, including software patches and updates â€¢ Perform problem identification and resolution for issues related to MDM/JDM and present technical recommendations to users on corrections that need to be made to MDM/JDM configuration on iPad â€¢ Conduct periodic assessment of MDM/JDM system to ensure availability â€¢ Generate monthly device usage reports and Maintain technical support documentation for MDM/JDM environment â€¢ All the iPad or mobile devices to be registered in the MDM/JDM system with applicable hardware details e.g. serial number etc. Also user details to be loaded on the MDM/JDM system e.g. user employee number, name, base etc. iPads with all s/w apps installed and with latest updates will be issued to all uses. â€¢ Support Resource will track all mobility devices using MDM system to identify iPads which are not updated and send notification to those users.
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